Sr. Product Manager Chat & Knowledge
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Job Location:
San Francisco, CA - USA
Monthly Salary:
$ 174 - 261
Posted on:
2 days ago
Vacancies:
1 Vacancy
Job Summary
AI at Zapier
Check out our guidance on How to Collaborate with AI During Zapiers Hiring Process including how to use AI tools like ChatGPT Claude Gemini or others during our hiring process - and when not to.
Job Posted: 02/11/26
Zone: AI Orchestration
Strategy Area: Chat & Knowledge
Location: Americas (EST preferred)
The Role
Zapier is evolving its platform to serve the AI transformation market. We have existing products in the chat and knowledge spaceincluding our Chatbots product and the chat-based experience inside Agentsand were investing in new surfaces (like Sidekick) that will define the future of how customers interact with AI on our platform.
This role is about making sense of what we have today: working with stakeholders across the company to decide how our existing chat and knowledge surfaces fit together what happens to current customers and revenue and how we consolidate toward a coherent experience. Youll own the path from current state to claritysunset merge or integrateso the rest of the organization can move forward with confidence.
If youre excited by the challenge of turning a complex product landscape into a clear path forwardand youd rather own that than invent the next big thing from a blank pagewed love to hear from you.
Our Commitment to Applicants
What Youll Do
Navigate Complexity & Drive Decisions
Own the product strategy for existing Chat and Knowledge surfaces: our Chatbots product and the synchronous chat experience in Agents (e.g. talking to an agent tool calling).
Build a clear recommendation for how these pieces evolve including implications for existing customers revenue and pricing.
Work through ambiguous organizational boundaries: align with the teams building adjacent products secure buy-in from leadership and turn competing priorities into a single executable plan.
Execute With Clarity
Build business cases and success metrics for the path you recommend; secure resources and stakeholder commitment to execute.
Balance speed with care: move quickly to validate assumptions and reduce ambiguity while protecting customer outcomes and revenue.
Communicate clearly and often so the rest of the company understands where Chat & Knowledge is going and why.
About You
You have solid experience with AI or conversational product. Youve shipped user-facing AI products chatbots knowledge tools or similar. You dont need to have built the vision from scratch but you do need to understand how these products work what users expect and how to make tough calls with incomplete information.
Youre great at complicated organizational situations. Youre energized by ambiguity that involves multiple teams existing products and legacy constraints. You can map stakeholders gather input and drive to a decision. Youre the person who gets everyone aligned so execution can actually happen.
Youre pragmatic and outcome-oriented. You prioritize ruthlessly document tradeoffs and follow through. Youre comfortable saying were doing X and heres why were not doing Y yet. You care about measurable outcomes and clear next steps.
You communicate well in a remote-first environment. Zapier is 100% remote and relies on async communication. Youre effective at written updates framing decisions for different audiences and building momentum across teams you dont directly manage.
You are available for team meetings between 10am - 5pm ET at least 3 days per week
Application Deadline:
The anticipated application window is 30 days from the date job is posted unless the number of applicants requires it to close sooner or later or if the position is filled.
Even though were an all-remote company we still need to be thoughtful about where we have Zapiens working. Check out this resource for a list of countries where we currently cannot have Zapiens permanently working.
Required Experience:
Senior IC
Key Skills
- System Architecture
- Records Management
- Zendesk
- Customer Support
- Live Chat
- IT Service Management
- ITIL
- Sharepoint
- Metadata
- Knowledge Management
- Intelligence Analysis
- Content Management
About Company
Zapier relies on dozens of systems that emit data about Zapier and our potential and current users and partners. This data is useful for us to make a better product, better decisions, and understand our weaknesses and opportunities. The data team at Zapier pulls this data from DBs, AP ... View more
